About CloudHireCloudHire is an AI-powered recruitment platform transforming how global companies hire and how candidates get hired. We've scaled this year, and now we're entering our wellness phase building systems that scale sustainably.
We're looking for a Head of Customer Success & Experience (CSX) to design and lead this foundation.
What You'll Do- Architect the Customer Journey: Design and implement the full CSX framework onboarding, activation, retention, expansion.
- Set Up Health Scoring: Build CloudHire's customer health system inside HubSpot metrics, triggers, dashboards, and alert systems.
- Own HubSpot CX Architecture: Configure playbooks, sequences, and visual cues (color-coded health states, renewal dashboards, etc.).
- 01 System Design: Create playbooks, define SLAs, and introduce automation where possible.
- Drive User Adoption: Translate customer behavior into engagement strategies and experiments.
- Collaborate Cross-Functionally: Work with Sales, Product, and Tech to close the feedback loop and shape roadmap priorities.
- Report to Leadership: Own retention and NRR metrics, and present insights directly to the CEO.
Who You Are- Experienced in HubSpot or Salesforce CS frameworks (HubSpot preferred).
- Understand customer health modeling, churn prediction, and engagement triggers.
- Have 01 build experience ideally joined an early-stage SaaS or tech company pre-scale. Has seen scale.
- Think in systems, color codes, and flows, not just in meetings and reports.
- Exceptional communicator you can explain data science in plain English.
- Strategic, structured, and deeply customer-empathetic.
- Experience in both B2C and B2B verticals
- Experience in Recruitment or HR
Perks & Benefits- Competitive salary and performance-linked bonus.
- Stock options for early leadership contributors.
- Comprehensive healthcare.
- Freedom to experiment, build, and lead from scratch.
